SmithRx
Helpdesk Technician (Contract to Hire) Plano, TX
SmithRx, San Francisco, California, United States, 94199
SmithRx is a rapidly growing, venture-backed Health-Tech company. Our mission is to disrupt the expensive and inefficient Pharmacy Benefit Management (PBM) sector by building a next-generation drug acquisition platform driven by cutting-edge technology, innovative cost-saving tools, and best-in-class customer service. With hundreds of thousands of members onboarded since 2016, SmithRx has a solution that is resonating with clients all across the country.We pride ourselves on our mission-driven and collaborative culture that inspires our employees to do their best work. We believe that the U.S healthcare system is in need of transformation, and we come to work each day dedicated to making that change a reality. At our core, we are guided by our company values of:Integrity:
Do the right thing. Especially when it’s hard.Courage:
Embrace the challenge.Together:
Build bridges and lift up your colleagues.Job Summary:As a Helpdesk Technician with SmithRx, you will be responsible for managing internal request tickets in a timely manner while also ensuring a white-glove service experience for our end users, working to continuously seek out opportunities to improve the end user experience. This may include sourcing new technology when appropriate, periodically revisiting established processes to evaluate overall effectiveness and ease of use, and/or changing product configurations. This is a contract to hire position out of our Plano office five days a week.What you will do:Manage Helpdesk tickets in a timely mannerRespond to customer issues via Slack, email, and ticketing systemsInventory purchasing and management via Kandji, Intune, Apple, and other solutionsManage and improve onboarding and offboarding workflowsDraft, refine, and implement documentation for Helpdesk processesInstall, make changes and repair computer hardware and softwareBecome the final escalation point for troubleshootingExpected Job Duties:First touchpoint for Helpdesk requestsHelpdesk ticketingHardware and software troubleshooting and service requestsNew user laptop and desk setupHelpdesk documentation for repeat incidentsShipping equipment to remote locationsIdentifying areas of improvement within Helpdesk process, suggesting and researching potential solutionsIT Storage managementHardware repair, maintenance, and turnaroundHardware purchasingDevice ManagementKandjiAppleWindowsNetwork troubleshooting and managementGoogle Meet room ManagementOkta/Google User CreationOnboarding and OffboardingOkta Workflow curation and managementWhat you will bring to SmithRx:3+ years of experience working in a Helpdesk environment or relevant experience2+ years of experience working in or administering Google Workspace, Okta, Atlassian, Slack, Windows, Intune, Apple devices, and KandjiPossesses critical thinking and root-cause analysis skillsAbility to prioritize and adjust task focus as neededProficiency with troubleshooting and managing macOS and Windows environmentsExcellent oral and written communication skillsExperience with basic network implementation skills and troubleshooting using current LAN/WAN topologies, protocolsHighly organized and detail-oriented to keep Helpdesk ticketing in order
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Do the right thing. Especially when it’s hard.Courage:
Embrace the challenge.Together:
Build bridges and lift up your colleagues.Job Summary:As a Helpdesk Technician with SmithRx, you will be responsible for managing internal request tickets in a timely manner while also ensuring a white-glove service experience for our end users, working to continuously seek out opportunities to improve the end user experience. This may include sourcing new technology when appropriate, periodically revisiting established processes to evaluate overall effectiveness and ease of use, and/or changing product configurations. This is a contract to hire position out of our Plano office five days a week.What you will do:Manage Helpdesk tickets in a timely mannerRespond to customer issues via Slack, email, and ticketing systemsInventory purchasing and management via Kandji, Intune, Apple, and other solutionsManage and improve onboarding and offboarding workflowsDraft, refine, and implement documentation for Helpdesk processesInstall, make changes and repair computer hardware and softwareBecome the final escalation point for troubleshootingExpected Job Duties:First touchpoint for Helpdesk requestsHelpdesk ticketingHardware and software troubleshooting and service requestsNew user laptop and desk setupHelpdesk documentation for repeat incidentsShipping equipment to remote locationsIdentifying areas of improvement within Helpdesk process, suggesting and researching potential solutionsIT Storage managementHardware repair, maintenance, and turnaroundHardware purchasingDevice ManagementKandjiAppleWindowsNetwork troubleshooting and managementGoogle Meet room ManagementOkta/Google User CreationOnboarding and OffboardingOkta Workflow curation and managementWhat you will bring to SmithRx:3+ years of experience working in a Helpdesk environment or relevant experience2+ years of experience working in or administering Google Workspace, Okta, Atlassian, Slack, Windows, Intune, Apple devices, and KandjiPossesses critical thinking and root-cause analysis skillsAbility to prioritize and adjust task focus as neededProficiency with troubleshooting and managing macOS and Windows environmentsExcellent oral and written communication skillsExperience with basic network implementation skills and troubleshooting using current LAN/WAN topologies, protocolsHighly organized and detail-oriented to keep Helpdesk ticketing in order
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